IT Service Desk Manager

Location Qatar Responsibilities Lead and manage the daytoday operations of the IT service desk team Must have Strong background in ITIL Ensure timely and effective resolution of user issues incidents and service requests Develop and maintain service level agreements SLAs and ensure targets are met Monitor performance metrics and generate regular reports on service desk operations Establish and implement processes for incident request and problem management Handle escalated issues and ensure high customer satisfaction Coordinate with other IT teams and departments for issue resolution and continuous improvement Oversee the onboarding and offboarding of users from a service support perspective Ensure proper documentation and knowledge base updates for common issues and solutions Manage service desk tools and software recommend improvements where necessary Maintain asset and configuration management information related to user devices Stay current with industry trends and technology changes to enhance service delivery Support audits compliance checks and risk assessments related to IT support Joining time frame 2 weeks maximum 1 month